Desktop Support Technician

This is a fully remote position, open to applicants in Canada.

📋 Description

• Address and resolve technical issues reported by users through phone, email, or face-to-face interactions.

• Identify and troubleshoot problems related to hardware, software, and network connectivity.

• Offer technical assistance for desktops, laptops, printers, and mobile devices.

• Support software installations, updates, and configurations.

• Record, monitor, and close tickets in the service desk system, ensuring precise documentation of all details.

• Refer unresolved issues to the appropriate teams in accordance with service-level agreements (SLAs).

• Follow up with users to confirm issues have been resolved satisfactorily.

• Provide on-site support for technical challenges that cannot be addressed remotely.

• Set up and configure hardware and software for new hires.

• Manage and troubleshoot AV (Audio-Visual) systems for meetings and conferences.

• Educate end-users on best practices, system functionalities, and self-service tools.

• Develop and update documentation, which includes FAQs and user manuals.

• Conduct routine hardware maintenance and upgrades.

⛳️ Requirements

• Entry Level

• Familiarity with Active Directory, VPNs, remote desktop tools, and ticketing systems (e.g., ServiceNow, Jira)

• Basic knowledge of ITIL practices is preferred

• CPIC clearance and strict compliance with PCI standards

• Physical capability to lift and transport equipment weighing up to 20kg.

🏝️ Benefits

• Comprehensive training and development programs.

• Opportunity for career advancement within the organization.

• Collaborative and dynamic work environment.

• Access to the latest technology and tools.

• Flexible work hours and potential remote work options.